ImOn Communications is the LOCAL choice for cable TV, high-speed Internet and phone service. We value the relationships we have with colleagues, customers, and members of our community and look forward to serving Eastern Iowa for many years to come. As we expand our service availability we are looking for a Desktop Support Specialist to be a part of the ImOn Difference! Our employees share a passion for building a culture of “Creating Connections One Person at a Time” and fostering a fun and rewarding work environment.

The Desktop Support Specialist role is a front line, internal customer facing position. This experienced role is primarily responsible for Help Desk ticket handling, end user problem resolution, entitlement management, equipment setup including move/add/change, and computer and peripheral deployment.

Essential duties and responsibilities include but are not limited to:

• Ticket handling – Assist end users with break/ fix troubleshooting, equipment moves/adds/changes while assisting with workload prioritization
• Entitlement services – Manage changes related to physical and logical access by granting access and permissions based on requirements
• Move Add Change – Manage directory services related to user rights and permissions, email distribution groups, and security controls
• Procurement – Evaluate end user requirements for equipment needs, work with vendors through the quoting process, and complete the ordering process
• Equipment deployment – Deploy telephone, computing, and peripherals by building images, managing configuration templates, and installing hardware/ software to meet end user requirements
• New employee orientation and training regarding equipment, security, email, and network resources
• Utilize deployment systems for PC imaging, application deployment, and patch management delivery
• Mobile device management including device configuration, troubleshooting, monitoring usage, and working with wireless carriers as needed
• Patch management – Assist with patch management by testing and deploying security and software version updates to company computing assets
• On call duties – Participate in the after-hours on call rotation to respond and rectify system alarms, critical end user technical needs, and business impacting events
• Monitoring – Actively monitor technology assets by watching monitoring tools and respond when thresholds are exceeded to rectify the root cause
• Auditing – Assist with the audit review process related to entitlement, logs, and security
• Manage the printer and copier fleet including configuration, working with vendors for maintenance and repairs, maintain the required supplies, and troubleshooting end user setup issues
• Assist with writing documentation to be used as process and procedure guidelines
• Manage problem resolution activities with 3rd party vendors
• Assist with basic backup duties and perform file restores as needed
• Monitor workload of the team and assist others to help shorten timeframes while driving problem resolution

Requirements
We are looking for someone with:

• An Associate’s degree (A.A.) in the field of computer science or management information systems and/or 3+ years of directly related work experience is required.
• Demonstrated knowledge of PC desktop hardware, software, and peripheral equipment
• Occupational certifications (CompTIA A+, IT Help Desk Professional, IT support fundamentals) in a related field is preferred.
• Highly skilled in PC troubleshooting and imaging
• Demonstrated knowledge of patch management in a Microsoft windows environment
• Working knowledge of backup systems
• Basic knowledge and experience installing and configuring server hardware and associated network equipment
• Working technical knowledge of scripting code using shell scripting tools.
• Valid driver’s license required to facilitate onsite support at various locations.